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Service desks have always had a lot to juggle, but the expectations on today’s teams are higher than ever.
Analysts need to solve problems quickly, communicate clearly, support more complex technology, and deliver a great experience every time. That does not happen by chance, and it does not happen through onboarding alone.
In this webinar SDI’s Head of Training and Development Kylie Lindsay explores what good service desk training really looks like. Watch on demand below to discover what we mean by “best practice”, why training matters so much right now, and what organisations should be focusing on to help their teams build the right skills, confidence and consistency.
Kylie covers the areas that make the biggest difference, from technical knowledge and processes to customer service, problem solving and continuous improvement. We’ll also look at what makes training effective in the real world, how often it should happen, and how leaders can make learning feel like a natural part of everyday service desk life rather than a box-ticking exercise.
This session was run as a live webinar for service desk leaders and managers who want to strengthen their teams, improve consistency, and make sure their training approach is fit for the way modern service desks actually work.
Looking for your next training course for you or your team?
Take a look at SDI’s training course and workshop calendar to find the next step in your service improvement journey or call our friendly team on (0)1689 889 100 to discuss the best option for you.
